What it is
Rules that let the Agent do things
Actions and automations are how you tune AskSpot to your real processes. Custom instruction scenarios tell it how to handle specific situations, and conditional action rules let it change ticket state and route work – so the Agent doesn’t just reply, it does the thing, and hands off cleanly when a human is needed.
Step 01
Write the instruction
Describe how to handle a situation in plain language – your playbook, in your words.
Step 02
Set the trigger
Choose when it fires – a condition on the conversation or the ticket.
Step 03
It acts
The Agent performs the action – sets a status, routes the ticket, follows the scenario.
01 · Custom scenarios
Your exact playbook, for the tricky cases
Write named, store-specific instruction scenarios – like a custom order-cancellation flow – each with its own trigger and version history. The Agent follows your process instead of a generic script.
- Plain-language scenarios for specific situations
- Each with its own “when to trigger” and version history
- The Agent handles it your way, not a one-size-fits-all bot’s
- The Help center in the panel helps you set up scenarios and rules, and guides you through the partner panel
spot spot02 · Inbox action rules
Change ticket state and route the work
In the inbox, each rule has a when-to-use condition, a plain-language instruction, and the actions to perform – set a status, route or tag a ticket – all versioned. Tickets that still need a human land in the right queue, already triaged.
- Condition → instruction → action, in one rule
- Sets status, routes and tags – filters spam automatically
- Escalations arrive triaged, with the right priority
03 · Real actions
Not just a reply – a result
The Agent collects what’s needed to cancel or modify an order and forwards it for processing, filters spam, captures leads and newsletter sign-ups, and moves work between teams – the difference between a generic FAQ bot and one that runs on your processes.
- Collects and forwards order cancellations and changes
- Filters spam and automates flow between teams
- Takes actions in connected systems, not only in the chat
- Captures leads and newsletter sign-ups from the conversation
spotWhy it matters
The line between an FAQ bot and a teammate
Answering is table stakes. What saves your team real time is an agent that follows your playbook and takes the next step itself – so the tickets that reach a person are already triaged, routed and half-resolved.
See it run on your processes
Build your first scenario in the panel on a free trial – or book a demo and we’ll wire up a scenario and a rule from your own playbook.
Available in
The AI Chat & Inbox Agents
Custom scenarios run in both Agents; the conditional action rules power the AI Inbox Agent’s ticket automation. Together they let AskSpot take real actions on the storefront and inside your helpdesk and marketplace inboxes.
spotProof
Agents that act, in real stores
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Militaria.pl runs AskSpot across three domains in eight languages: 61% recommendation click-through, 26% add-to-cart after a chat, 72% resolved with no human.
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How 4FIZJO resolves 61% of customer chats with AI
AskSpot's AI Chat resolves 61% of 4FIZJO's 21,360 monthly chats with no human across 6 markets; its Inbox Agent auto-resolves 25% of email tickets.
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How PHH Group handles 56,000 marketplace chats a month
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How Senetic turns 19.5% of technical IT chats into cart-adds
Senetic's AskSpot Agent answers port, PoE and compatibility questions across seven European storefronts. 19.5% add to cart, 8.1% buy, 62% resolved by AI.
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See every story
Every merchant we have measured – what shoppers asked, what the agent did, and the numbers it moved.
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Testimonials
What our customers say
“AskSpot enables us to provide superior support for Ariston customers at every stage – from pre-purchase advice to post-sale and service assistance. Equally important, Ariston benefits from the valuable insights AskSpot delivers about customer preferences, which help us continuously improve the customer experience.”
“AskSpot is a revolutionary solution for us. We provide our customers with the key information they need instantly while simultaneously reducing the workload of customer service.”
“AskSpot has significantly improved customer service in our stores. The assistant not only searches the product catalog and helps customers choose the right hardware, but also automatically checks the status of orders and complaints – relieving the team and shortening response times.
The greatest value for us is the scalability of the solution and the ease of integration with additional stores and markets. We treat AskSpot as a strategic component of our customer experience development and sales automation.”
“We have been impressed by how AskSpot delivers a seamless experience for our customers while remaining incredibly intuitive for our own team to manage.
Beyond the ease of use, the detailed analytics and reports are of enormous value – they help us make better decisions around customer satisfaction. Behind AskSpot stands a team that puts innovation first and keeps developing the product to match changing business needs.”
“I really like how easy it was to configure and launch AskSpot. … It presents products nicely, it features the most important product attributes, and the add to cart button within the chat really helps shorten the customer’s purchase journey. The AI quickly finds and suggests the best product to customers, saving a lot of time compared to humans.”
“At GadziSklep, customers often need more than product information – they’re looking for specific advice on keeping their animal. AskSpot helps them choose the right products for a given species, answers their questions and guides them through the range even when our team is already off. That lets us stay available to customers almost around the clock, without losing service quality. It’s a solution that brings knowledge, advice and sales together in one place.”
See every testimonial
Read what the e-commerce teams who put AskSpot live say about working with it.
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FAQ
Actions & automations – questions answered
What’s the difference between a scenario and an action rule?
A custom scenario is a plain-language instruction for how to handle a situation (e.g. an order-cancellation flow), with its own trigger. An action rule – used in the inbox – is a condition plus an action the Agent performs, like setting a ticket status or routing it. Both are versioned.
What actions can it actually take?
It sets ticket statuses, routes and tags tickets, filters spam, and collects the details needed to cancel or modify an order and forwards them for processing – plus actions in connected systems. It automates the flow, not just the reply.
Do I need to write code?
No – scenarios and rules are written in plain language with a simple “when to trigger” condition. It’s your playbook in words, not a script to program. Not sure where to start? The Help center in the panel helps you set up scenarios and rules and guides you through the partner panel.
Can it place or change orders on its own?
For sensitive actions it gathers the details and forwards them for processing rather than acting unchecked – so cancellations and changes go through your normal flow, with the right controls.
Which products is it available in?
Custom scenarios run in both AskSpot Agents; the conditional action rules power the AI Inbox Agent‘s ticket automation. Both work across the platforms and support channels they connect to.